IT Help Desk - T3

We are seeking an experienced and highly skilled Tier 3 - IT Helpdesk Support Specialist to join our advanced technical support team at EXOP. This critical role involves addressing complex IT issues that have been escalated from Tier-1 and Tier-2 support. You will provide expert-level assistance on critical infrastructure, applications, and advanced system configurations. The ideal candidate will have a deep technical knowledge of IT systems, excellent problem-solving abilities, and a strong commitment to providing top-tier support.

Key Responsibilities:

• Provide expert-level support for complex IT issues escalated from Tier-1 and Tier-2 teams, including operating systems, hardware, software, networks, and security systems.

• Diagnose and troubleshoot complex technical issues with servers, databases, network systems, and applications, including but not limited to high-impact system failures, data loss, and configuration issues.

• Manage critical incidents and prioritize them based on business impact, ensuring rapid response and resolution to minimize downtime.

• Perform advanced network troubleshooting, including diagnosing and resolving issues related to firewalls, routers, switches, VPNs, DNS, and IP routing.

• Collaborate with other IT teams (systems, network, security, etc.) to resolve highly technical or multi-faceted issues that require cross-functional expertise.

• Ensure the efficient and accurate resolution of issues using remote troubleshooting tools, system logs, diagnostic scripts, and other advanced troubleshooting techniques.

• Maintain and optimize critical systems and services, ensuring the highest levels of system performance, reliability, and security.

• Assist with system architecture and deployment planning for IT infrastructure projects, as well as with software/hardware configuration and upgrades.

• Provide mentorship, training, and guidance to Tier-1 and Tier-2 support staff, helping to elevate the overall capability and efficiency of the helpdesk team.

• Develop and update troubleshooting documentation, knowledge base articles, and best practices to aid the IT support team in resolving common issues.

• Monitor and manage system performance, proactively identifying and addressing potential problems before they impact users.

• Assist with security-related issues, including vulnerability assessments, patch management, and system hardening practices.

• Participate in after-hours and on-call support as needed for critical incidents, system maintenance, and upgrades.

Essential Qualifications:

• Minimum of 3-5 years of experience in IT support, with at least 2 years of experience in a Tier-3 or senior technical support role.

• Deep technical knowledge of operating systems (Windows, Linux, MacOS) and networking protocols (TCP/IP, DNS, VPN, etc.).

• Extensive experience troubleshooting complex hardware and software issues, including server infrastructure, enterprise applications, and critical system services.

• Strong understanding of enterprise networking, including experience with firewalls, routers, switches, load balancers, and network security.

• Experience with virtualized environments (VMware, Hyper-V) and cloud platforms (AWS, Azure, Google Cloud).

• Proficiency with remote desktop support tools and diagnostic utilities.

• Strong familiarity with Active Directory, Group Policy, and enterprise-level directory services.

• Experience managing and supporting IT security frameworks, including endpoint protection, firewalls, VPNs, and other cybersecurity tools.

• IT certifications such as CompTIA Network+, Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Associate (CCNA), ITIL Expert, or similar are preferred.

• Excellent written and verbal communication skills, with the ability to communicate complex technical information to non-technical users.

• Strong problem-solving, troubleshooting, and analytical skills, with the ability to remain calm under pressure.

• Experience with automation and scripting (PowerShell, Bash, Python, etc.) for systems management or troubleshooting.

• Familiarity with enterprise-level monitoring tools (e.g., SolarWinds, Nagios, or similar).

• Expertise in cloud technologies, including cloud infrastructure setup, migration, and management.

• Experience with ITIL service management processes and frameworks.

• Exposure to IT project management and system deployment.

Shift timings: 9:00 am to 5:00 pm EST

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